Refund Policy

1. Overview

This policy explains refunds, credits, and re-runs for subscriptions and one-off Orders.

2. General rule for digital services

Because security scans can begin processing immediately and consume resources, change-of-mind refunds are generally not available once:

• an Order has started running, or
• results/reports have been delivered.

This does not limit any rights you may have under applicable law.

3. When a refund/credit/re-run may be provided

We may offer, at our discretion (or as required by law):

• a re-run at no cost,
• a service credit, or
• a refund

if there is a material service failure attributable to Netallion (e.g., platform outage preventing execution after acceptance), or a clear billing error (duplicate charge).

4. When refunds are typically not provided

Refunds are typically not provided when:

• execution failed due to target environment (target down, blocked, invalid credentials, invalid OpenAPI spec),
• required ownership verification was not completed or was invalid,
• results did not meet expectations (e.g., no findings), as outcomes depend on target conditions,
• customer configuration errors caused failure.

Requests for additional capacity, limit increases, or manual exceptions do not change the Refund Policy for already executed scans or delivered results.

5. Subscription refunds

Subscription fees are generally non-refundable once a billing period starts, except where required by law or explicitly agreed in a written enterprise contract.

6. How to request a refund

Submit a support ticket within 14 days of the charge including:

• invoice reference or order_id,
• workspace/org name,
• timestamps and a short description.

Support: [email protected]